Permanently changing your cleaner

We understand that not every cleaner will be a fit for you and your house. If you're having issues with your current cleaner, we would love to work through this with you and find out whether your current cleaner can improve, so we encourage you to give us feedback about your cleaner and also tell your cleaner the feedback directly.

Please take into consideration that there may not be another cleaner available at your current session time, and we may only be able to offer a cleaner at an alternative time. If you have decided that you definitely want another cleaner, you can submit a request for a cleaner change.

To request for a change of cleaner:

1. Go to your Upcoming Visits page.

2. Click Manage Appointment on the session card.

   
3. When the pop-up appears, select Change Cleaner.

   
4. You'll be asked to provide a reason for the change.

   • Careless or Rude Behavior: your cleaner was inattentive or rude

   • Poor Cleaning: you are unhappy with your cleaner's standard of cleaning

   • Preferred Staff: you have a specific staff in mind that you prefer

   • Property Damage: your cleaner has damaged your property

   • Others: any reason not represented by the categories above

   
5. In the comment box, we encourage you to share your feedback so we can improve and help match you with a more suitable cleaner. Enter the following information:

   • A description of the issue you encountered with your cleaner

   • Two alternative times that you can accept a cleaner if you change to another cleaner

   • Any requirements you have for your new cleaner e.g. language requirements

   
6. Click Submit once you're done. Our Customer Service team will process your request and contact you via WhatsApp using the phone number associated with your account. If you'd like to speak with someone sooner, feel free to message us on WhatsApp or call us at [phone].

Will there always be another cleaner available?

We have a large cleaning workforce and there will usually be another cleaner available - however, there may not be a cleaner free at your preferred time. To ensure that we have the best chance of finding you another cleaner, make sure you give a few alternative times in which we can find another cleaner for you. Evening slots are generally less competitive, and we charge a lower rate of $18/hour for evenings, so let us know if you are available on any evenings also.

There may also be cases where our operations team initiates a permanent cleaner change due to circumstances such as your current cleaner resigning from the company. We do our best to avoid this whenever possible, as we understand how disruptive it can be to onboard a new cleaner to your home’s specific needs. That said, we humbly ask for your understanding if such situations do arise.